Limited results via the Zendesk API: ...api/v2/organizations = different results than with URL ...agent/organizations | Community
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Limited results via the Zendesk API: ...api/v2/organizations = different results than with URL ...agent/organizations

  • November 14, 2022
  • 2 replies
  • 0 views
Olivier12

Hi, with my tets, it seems the API/V2/ORGANIZATIONS... only provides the list of the tickets which have been updated for the last 4 months (120 days).

Is there a possibility to obtain the complete tickets (including the full statuses = Open, Pending, Solved, Closed with the complete requests even if they have been closed 6 months, 1 year, 2 years... ago) via this Zendesk API?


No specific details in the Zendesk article: https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/

Example on our account today (14 November 2022):
. Client 1:
https://neofi.zendesk.com/api/v2/organizations/360038262500/tickets
 = 9 tickets
https://neofi.zendesk.com/agent/organizations/360038262500/tickets
 = 55 tickets

. Client 2:
https://neofi.zendesk.com/api/v2/organizations/382229815379/tickets
= 40 tickets --> last update for the last ticket which is taken into consideration in this result = 117 days = 20 July 2022. The next dated ticket, older, which has been last modified on 14th of July is not taken into consideration via this API request.
https://neofi.zendesk.com/agent/organizations/382229815379/tickets
= 144 tickets --> the complete list of tickets for this Company for around one year and a half

Thanks in advance for your help, your clues, your expertise.

      2 replies

      Greg29
      • Greg29
      • November 14, 2022

      Hi Oliver! If you check the API documentation that we have for the List Tickets endpoint, you'll see that it says that we do not return archived tickets in that response. It also states that if you want to view all of the available tickets, you will want to use one of our incremental export options...I would personally recommend using cursor based pagination, as it is a more robust API to work with.

      Olivier12
      • Olivier12
      • Author
      • November 23, 2022

      Hi Greg.

      Read those articles: 

      https://developer.zendesk.com/api-reference/ticketing/ticket-management/incremental_exports/#incremental-ticket-export-cursor-based
      https://developer.zendesk.com/documentation/ticketing/managing-tickets/using-the-incremental-export-api/
      https://developer.zendesk.com/documentation/ticketing/using-the-zendesk-api/side_loading/#supported-endpoints

      I'm not convinced by the efficiency or the utility of these articles in our case.

      After my reading, tested:

      https://neofi.zendesk.com/api/v2/incremental/tickets/cursor.json?start_time=1332034771
      https://neofi.zendesk.com/api/v2/incremental/tickets/cursor.json?cursor=MTU3NjYxMzUzOS4wfHw0NTF8
      https://neofi.zendesk.com/api/v2/incremental/tickets.json?start_time=1542953046

      How can you obtain the result of the 'count ' via those URLs? Which other declarations/variables may I apply? Any clues? What is the correct syntax/URL with the correct amount of tickets?


      My aim is to obtain the correct number of tickets for this organization (for example) https://neofi.zendesk.com/api/v2/organizations/382229815379/tickets or this one (another example): https://neofi.zendesk.com/api/v2/organizations/360033329779/tickets or another one: https://neofi.zendesk.com/api/v2/organizations/360038262500/tickets

      Regs,

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